Technical Customer Support

We are disrupting the retail market

Intale is a young dynamic company that modernises the retail industry. Our mission is to digitize and connect retailers and help them succeed in the 21 century.

How we do it

Our flagship product, Intale Point, is a retail management software that helps stores issue receipts, manage stock and orders, review important statistics and many more. Currently, over 1500 stores use our software across Greece. Our users vary from small local independent stores to national retail chains.

How we support our users

Most stores work long hours and serve hundreds of customers daily. We understand the needs of our market very well and the urgency to serve the customers rapidly and accurately, hence we strive to provide excellent support with very demanding KPIs.

The Role

The role of the Technical Support Expert, as part of our Support department, is to answer customers calls, support and troubleshoot the questions that our users ask.

Key responsibilities of this role include:

Keeping our users happy is your ultimate KPI, and here are some ways to get there:

• As a support agent you answer directly calls from users and troubleshoot quickly and accurately
• Identify recurring issues, patterns and report them to the Support Manager to employ permanent resolution
• Proactively contact users for preventive maintenance and employ pre-determined improvements
• Manage client requests promptly and prioritise effectively
• Identify issues that require escalation
• Neatly submit tickets in our ticketing system (Jira Service Management)
• Facilitate the continuous updating of our knowledge base

Requirements

Key requirements

• Be super customer centric and communicate effectively
• Basic network (routing, VLAN, VPN etc)
• Customer service experience
• Ability to work on daytime shifts and occasionally on-call
• Technical background (TEI-IEK degree)
• Troubleshooting and problem solving mentality
• Teamwork mentality
• Good knowledge of English language
• Native Greek language
• Ability to work under pressure

Nice to have:

• SQL knowledge
• Basic Linux knowledge
• Advanced networking (routing, VLAN, VPN etc)
• Previous experience on CRM/ERP systems

Benefits

Our people mean the world to us and we only recruit the best. We offer great benefits and opportunities for personal and business development.

• Competitive salary
• Private health plan
• Exciting technology and clients
• An entrepreneurial and creative work environment
• Central location at Monastiraki and occasionally remote work (depending on departmental planning and needs)

And one more thing: we don’t hire you because you are just the best skilled, we hire you because we think you are a perfect match to our team and our mission.